PERAN PAMONG BUDAYA DALAM PENINGKATAN KUALITAS PELAYANAN PUBLIK BERBASIS PELESTARIAN BUDAYA DAERAH LAMPUNG DI UPTD MUSEUM LAMPUNG
DOI:
https://doi.org/10.71282/jurmie.v3i7.2462Keywords:
Cultural Facilitators, Museum Public Services, Preservation of Lampung CultureAbstract
This study examines the quality of public services at the UPTD Museum Lampung based on local cultural preservation and its impact on visitor satisfaction. It also analyzes the role of Cultural Facilitators in improving service quality, identifies obstacles encountered in delivering public services and cultural information, and explores strategies to strengthen their role. Using a qualitative research approach, data were collected through observation, interviews, and documentation. Data analysis followed an interactive model consisting of data reduction, data display, and conclusion drawing. The findings reveal that the quality of public services at the UPTD Museum Lampung has not been optimal in enhancing visitor satisfaction. This is evident in the predominantly one-way service delivery, limited structured educational guidance, and insufficient interactive media, which result in visitors’ limited understanding of local cultural values. The role of Cultural Facilitators has been carried out through reliability, responsiveness, empathy, and communication; however, their implementation remains unstructured, inconsistent, and insufficient in encouraging active visitor participation. Several constraints hinder effective service delivery, including limited human resources, inadequate facilities and infrastructure, poorly organized service systems, and weak coordination among staff. To improve public service quality, it is necessary to strengthen the role of Cultural Facilitators through adaptive service strategies, reinforcement of the museum’s educational function, and enhanced coordination and communication, thereby supporting sustainable local cultural preservation.
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